Method and system for coordinating data and voice communications via customer contact channel changing system

ABSTRACT

This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.

RELATED APPICATIONS

This application is a continuation application of application Ser. No.11/636,904, filed Dec. 12, 2006, which is a continuation of applicationSer. No. 10/663,740, filed Sep. 17, 2003, now U.S. Pat. No. 7,159,043,which is a continuation of application Ser. No. 09/950,801 filed Sep.13, 2001, now U.S. Pat. No. 6,668,286, which is a continuation ofapplication Ser. No. 09/239,701 filed Jan. 29, 1999, now U.S. Pat. No.6,311,231, which is a divisional of U.S. application Ser. No. 08/532,537filed Sep. 25, 1995, now U.S. Pat. No. 5,884,032.

FIELD OF THE INVENTION

This invention relates to accessing remote information network servicessuch as those of the WWW (World Wide Web) and particularly, but notexclusively to the manner in which help is enlisted when needed.

BACKGROUND OF THE INVENTION

Some telephone companies (e.g., NBTeI, New Brunswick, Canada) have beenheavily involved with the development and use of both call centreservices and Internet services. More specifically, efforts have beenunderway to utilize CTI (Computer Telephony Integration) within callcentres to improve the productivity and service levels within callcentres. CTI uses integration capabilities in various manners to assisttelephone users who have access to computer equipment to improve theprocess of making or receiving phone calls. Call centre technologygenerally uses both computer equipment and telecommunications equipmentwith CTI being a key element of productive call centres.

The use of new Internet services such as WWW servers to alloworganizations to interact with their customers in a self service mode isalso being promoted. These WWW servers utilize hypertext and multimediacontent to allow customers to see text, images, etc. associated withproducts and services. Due to human nature and other factors thesecustomers frequently need human assistance to completely satisfy theirneeds and would likely jot down an 800 telephone number with a penciland paper. They would then call the 800 number to gain access (if the800 zone coverage was appropriate) to an ACD (Automatic CallDistribution) centre belonging to that organization. Under manycircumstances today they would then sit frustrated in an ACD queueawaiting the availability of a live agent. Thus, there are at least twodisadvantages of current systems. First, the need for the customer tophysically record and dial the 800 number is a disincentive to makingthe call. Secondly, the likelihood of waiting in long ACD queues is alsoa disincentive to making the call. Once the call is made, the queue mayalso result in the call being terminated before successful completionbecause of the delay experienced.

A recent improvement in the integration of computers and telephones isdisclosed in U.S. Pat. No. 5,001,710. A system is disclosed which letstelemarketing agents who are answering calls for multiple campaignssimultaneously, to be set up automatically in their computingenvironment at the correct campaign based upon the phone number dialedby the customer, and to receive caller related informationautomatically. However, the user is required to physically dial an 800number, and likely must wait in an ACD queue. Furthermore, although theagent is set up at the correct campaign, a more accurate initial setup,which for example incorporates the specifics of the customer's queries,is not possible. Finally, this system is not designed for helping usersof the Internet.

SUMMARY OF THE INVENTION

It is another object of the invention to make this process faster andsimpler so as to improve the likelihood of a successful connection to alive agent.

The invention provides a method of quickly enabling the changing ofcustomer contact channels under control of the calling customer. Acustomer contact channel is a specific means of communication betweenthe customer and a sales/service provider. Examples of customer contactchannels include verbal phone conversations between customers and humanACD agents of the service/sales organization, IVR (interactive voiceresponse) interactions between customers and IVR servers associated withthe service/organization, ADSI (analog display services interface)enhanced IVR interactions between customers and associated servers, andWWW interactions between customers and associated WWW servers. Thesechannels use various communications appliances or terminals such as aregular touch tone telephone, ADSI enhanced telephone (such as NortelVista 350), multimedia PC's or multimedia set-top boxes (such asPhilips/Zenith/CLI Media Access Terminals) and television sets.

The invention provides a series of methods for integrating WWW serviceswith live ACD agents. These methods include establishment of two-wayvoice connectivity between a customer and a human ACD agent whilesharing common screens of information on a WWW page. This connectivityprovides requested “LIVE HELP” when a problem is encountered or when analternate channel is preferred for various reasons. These methods deployCTI, IVR and related techniques involving the use of computer softwareand hardware working in conjunction with telephone systems. The specificmethods best suited for an individual customer will depend on a numberof factors such as the call centre's telephony architecture, the callcentre's computing architecture and organizational philosophy andapproaches regarding inbound and outbound calling and customer contactconcepts.

IVR allows for automated handling of scripted or routine telephoneconversations. The customer, once connected to an IVR system, isverbally provided with information and options by a computer generatedor recorded voice. The customer is able to make selections with thetelephone keypad. An ADSI (analog display services interface) enhancedIVR system (e.g., NBTel Express or NBTeI CallMall) also provides a textscreen that allows easier navigation to the user. These are accessed byADSI capable telephone sets equipped with a screen.

The invention provides methods for integrating and connecting a humanACD agent and a customer who is using the WWW and wishes humanassistance. Furthermore, the invention provides a customer in voiceconversation with an ACD agent an option to enhance that conversationwith shared screens of information (images, text, etc.). The inventionis intended to be used by organizations or individuals with WWW serversand ACD agents. The invention was initially developed to illustrate theJoint use of two powerful marketing channels (WWW and ACD agents) andthat their combination produces an even more powerful channel thaneither alone. The main features of this invention are the ability tolink and integrate customers (who may have obtained product awarenessinformation or directory information via a WWW server) and appropriateACD agents or individuals to provide supplementary information orassistance.

According to a first broad aspect, the invention provides in acommunications system comprising a server on a network, means forconnecting the server to at least one computer in a remote customerpremises, a help channel and a call centre connected to the help channelconnectable through the public switched telephone network to a telephonein the customer premises, an apparatus and method for the customer toobtain help in relation to a page from the server displayed by thecomputer comprising the steps of the customer selecting a remote helpoption from the page; the customer preparing a help request formcomprising the number of the customer's telephone; the systemtransferring the help request to the call centre; and the call centresetting up a call over the public switched telephone network between thecustomer telephone and the help channel.

According to a second broad aspect, the invention provides in acommunications system comprising a server on a network, means forconnecting the server to at least one computer in a remote customerpremises, a help channel and a call centre connected to the help channelconnectable through the information network to the computer, anapparatus and method for the customer to obtain help in relation to apage from the server displayed by the computer comprising the steps ofthe customer selecting a remote help option from the page; the customercomputer automatically preparing a help request form comprising anetwork address; the system automatically transferring the help requestto the call centre; and the call centre setting up a virtual audiochannel on the data network between the channel and the customercomputer.

According to a third broad aspect, the invention provides in acommunications system comprising a server on a network, means forconnecting the server to at least one of either a computer or a set-topbox and television in a remote customer premises, a help channel and acall centre connected to the help channel connectable through the publicswitched telephone network to a telephone in the customer premises, anapparatus method for the customer to obtain help in relation to a pagefrom the server displayed by the computer comprising the steps thecustomer selecting a remote help option from the page; the customerset-top box or computer signaling a telephone switch to ring thecustomers telephone line (with a normal ring or a distinctive ring) inresponse to the customer selecting the help option; the telephone switchdialing the call centre automatically when the customer the picks up thehandset; and the call centre transferring the call to the help channel.

According to a fourth broad aspect, the invention provides in acommunications system comprising a server on a network, means forconnecting the server to at least one computer in a remote customerpremises, a help channel and a call centre connected to the help channelconnectable through the public switched telephone network to a telephonein the customer premises, an apparatus and method for the customer toobtain help in relation to a page from the server displayed by thecomputer comprising the steps of the customer selecting a remote helpoption from the page; the customer computer automatically passing a helpphone number listed within the page to communications software runningon the customer's computer; and the communications software dialing thehelp phone number with a modem and line connected to the customer'scomputer and telephone; whereby a voice connection is establishedbetween the customer telephone and the help channel.

According to a fifth broad aspect, the invention provides in acommunications system comprising a server on a network, means forconnecting the server to at least one computer equipped with an SVD(simultaneous voice data) modem in a remote customer premises, a helpchannel comprising a live agent workstation equipped with at least onecomputer equipped with an SVD modem, and a call centre connected to thehelp channel, an apparatus and method for the customer to obtain help inrelation to a page from the server displayed by the computer comprisingthe steps: establishing a voice connection between a customer telephoneand an agent telephone over the PSTN; the agent connecting the agentcomputer to the server if not already connected; the customerdisconnecting the customer computer from the server if connected unlessequipped to handle more than one connection; both the customer and ACDagent activating their SVD (Simultaneous Voice Data) Modems (or ISDNunits) such that data and voice connections are established wherepreviously only a voice connection existed in such a way that the agentwho is already connected to the desired server acts as a host and thecaller acts as a remote connected to the agent's host and incommunication with the host over the data portion of the connection andthe caller is able to view the same pages as the agent, and the agentcan provide the caller with assistance by walking the customer throughthe information from the server, and discuss it over the voiceconnection.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 shows a block diagram of the first embodiment of the invention;

FIG. 2 shows a process flow diagram for the first embodiment of theinvention;

FIG. 3 shows a process flow diagram for a variation of the firstembodiment of the invention;

FIG. 4 shows a process flow diagram for another variation of the firstembodiment of the invention;

FIG. 5 shows a process flow diagram for another variation of the firstembodiment of the invention;

FIG. 6 shows a block diagram of the second embodiment of the invention;

FIG. 7 shows a process flow diagram for the second embodiment of theinvention;

FIG. 8 shows a block diagram of the third embodiment of the invention;

FIG. 9 shows a process flow diagram for the third embodiment of theinvention;

FIG. 10 shows a block diagram of the fourth embodiment of the invention;and

FIG. 11 shows a process flow diagram for the fourth embodiment of theinvention.

DESCRIPTION OF THE PREFERRED EMBODIMENTS OF THE INVENTION

In a first preferred embodiment of the invention, illustratedschematically in FIG. 1, a method and apparatus, herein referred to asthe Customer Contact Channel Changer, is provided for automaticallyproviding a live telephone connection between a customer using anorganization's multimedia services to the organization's ACD agent. Fourmain components are illustrated, these being the customer premises 2, anACD agent workstation 12, a call centre 24 and the call centre'smultimedia server 28. The multimedia server 28 may be a WWW server 28,and will be referred to herein as such. The call centre's 24 WWW server28 may actually be located at the call centre, or it could be locatedremotely. Likewise, the ACD agent workstation 12 may be located in thecall centre. Alternatively, the ACD agent workstation may be inlocations remote from the call centre such as in an individual agent'shome or remote workplace.

The components of a customer premises 2 are illustrated in FIG. 1. Thisincludes a PC 4 capable of supporting a graphical WWW HTML (HypertextMarkup Language) browser and supporting generation of a URL (UniformResource Locator) of the organization's product and service database, anInternet line 6 (either via LAN or WAN-dial-up via modems), and atelephone 8 connected to the PSTN (public switched telephone network) 9via a telephone line 10. The URL provides a snapshot indication of wherein the hypertext environment of the organization's WWW services the useris at a given time.

Numerous commercial WWW browsers are available to assist in navigationthrough the Internet and WWW servers. These browsers use HTML and HTTP(Hypertext Transport Protocol). In a typical page received via theInternet from an organization providing information or services on a WWWserver, words or key phrases may be underlined or bolded to indicatethat more information is available. This is referred to as hypertext. Ifthe user is interested in obtaining this additional information, he canclick on the word with a mouse, and the additional information isdisplayed.

The typical configuration for an agent workstation 12 is also shown inFIG. 1. An agent workstation 12 is equipped with an ACD telephone set 14from which a variety of calls can be answered, a Personal Computer 18capable of supporting a graphical WWW/HTML browser, a telephone line 20and computer communications line 22 for communicating with the callcentre 24 and the WWW 28 via a data network 44 comprised of either a LAN(local area network) or via a dedicated or dial-up WAN (Wide AreaNetwork). Typically a plurality of agent workstations 12 would beemployed, depending on the volume of business to be handled.

The call centre 24, which handles requests for help from customers afterthey are received by the WWW server 28, subsequent call back ofcustomers, and live connections with ACD agent workstations 12, is alsodepicted in FIG. 1. The call centre 24 includes an outbound dialingsystem 32 capable of setting up a blended inbound/outbound callenvironment. This outbound dialing system 32 contains a HOTLIST oftelephone Numbers of HOT leads (qualified or interested leads) which areto be called as soon as an agent becomes available or at a timepreferred by the customer. The call centre 24 also includes an ACDsystem 34 (on a digital switch—either PBX, centrex or computer based)which makes the actual calls and via line 20 connects the calls from theagent 12 to the customer via the PSTN 9 and line 10. It may also includea CTI server 36, an ACD-MIS (ACD management information system) system38 connected to the ACD system 34, an WVR server 40, a call centrecustomer information system 42 and a data network 44 for interconnectingvarious components of the call centre 24.

The WWW server 28 (complying to HTTP and HTML) is equipped withinformation pertaining to an organizations products and services,directory information, etc. The server 28 includes an HTTP server 46connected to an Internet access line 47 for receiving requests for help,and CGI (Common Gateway Interface) programs 48 for communicating withthe call centre 24. It may also include a multimedia message managementsystem 50 which will be described in detail below, and a store ofnumerous text, graphics and multimedia files 52 in various multimediafile formats (such as GIF, JPEG, MPEG, WAV, AUPCX, PDF, POSTSCRIPT). Notshown between the customer's Internet access line 6 and the WWW server'sInternet access line 47 is the Internet itself.

A typical session will be described with reference to FIGS. 1 and 2.Process steps are contained in boxes in FIG. 2. The session starts whena customer 2 calls via its Internet access line 6 into the WWW server 28and commences a self-serve session with an organization which subscribesto Customer Contact Channel Changer service (box 2-1). The customerbrowses through information regarding products and services with thegraphical WWW browser. This browsing is often achieved by viewing HTMLpages 53 and associated multimedia files 52. There may be on-line helpwhich addresses some questions which may arise. At some point additionaldetails or assistance are needed and the customer chooses a “Live Help”option from within an HTML page (box 2-2). This may be done by using amouse to click on a “Live Help” button on the screen, or by entering acommand at the keyboard. This prompts an additional HTML form 54 to popup which the customer must fill in (box 2-3). The form 54 asks thecaller for the phone number at which they can be reached at that time.The URL which the customer was viewing (prior to selecting help) isautomatically filled in to indicate the page from which help wasrequested, but the customer also has the option of providing a differentURL. In one embodiment, the customer also has an option of specifying apreferred time to be called back with the default being to request callback as soon as possible. The customer then sends this completed HTMLhelp request off to the WWW server 28 where it is received by the HTTPserver 46 and time-stamped. The request may be sent by either E-mail orTCP/IP (transmission control protocol/Internet protocol) client toserver HTTP interaction etc.

At the call centre 24, the help request messages are received andinitially processed by the HTTP server 46. The telephone number, timestamp and URL are passed to the outbound preview dialing system 32 inthe call centre 24 via the CGI interface 48 and data net 44. Shouldagents not be available, messages may be sent back via the CGI interface48 and HTTP server 46 to the customer with anticipated wait time(derived from the ACD-MIS system 38) and call setup and schedulingoptions may be presented to the customer in conjunction with themultimedia message management system 50 to be described further below.An active time-stamped HOTLIST is maintained to feed the outbounddialing system 32 with numbers to call while also providing the nextavailable agent the URL of where the question arose. The informationreceived from the customer, including a CLID (caller identity) which isthe 10 digit customer phone number, and the URL is entered on thisHOTLIST (box 2-4). The agent workstation computer 18 is set up topreview the HTML page associated with the caller's URL before or whilethe outbound call is being made. This allows the agent to be betterprepared to answer the question(s) which may arise. The call is thenmade to the customer automatically without any need for the agent to keyany telephone numbers into either their phone 14 or computer 18 (box2-5). After the customer answers the phone call from the agent, the twoparties will be in full voice communication and will be viewing the samemultimedia screen which prompted the customer's question. The agent canthen assist or guide the caller to the solution or answer sought, or cantake orders and/or provide technical support (box 2-6).

In a modification of this embodiment, the customer is not required tofill out an HTML page. Upon selection of the “Live Help” option, defaultvalues together with the relevant URL are filled in automatically, andthe request is immediately sent off.

When it is desired to establish voice communications over the datanetwork rather than the PSTN, instead of sending a telephone number atwhich the user can be reached, an HTML form including the user's IP(internet protocol) address and URL is filled in automatically andforwarded to the outbounding system through the same channels as before.The process diagram for this is shown in FIG. 3. The rest of thisprocess is similar to that described above except that the outbound callis placed over the Internet using IP based voice communications packagesrunning on the user's PC enabling voice communications. These useoriginating and terminating IP addresses to set up virtual (packetbased) circuits for use as voice channels for the duration of the call.This assumes that the caller and agent have compatible hardware andsoftware configurations on their PC's.

When the option is provided to the customer of selecting a timepreferred for call-back, a more sophisticated message management systemis required. For this purpose, the invention provides a method ofmanaging the integration or connection of customers using variousservices (WWW servers, voice-mail, IVR, e-mail, etc) to an ACD callcentre agent. This multimedia message management system 50 will bereferred to herein as the “Multimedia Message Manager” (MMM) 50.

A process flow diagram which incorporates the MMM 50 is shown in FIG. 4.This figure is very similar to FIG. 2 with the exception of the additionof the MMM which is connected to the organization's V-mail servers 80and E-mail servers 81 and the WWW server 28.

The MMM 50 acts as an intermediary between the traditional call centrerelated systems and the new WWW related server systems. Specifically, itcommunicates with the call centre ACD-MIS system 38 to get estimatedanticipated caller wait times (or other parameters) and passes thisinformation to the caller via the HTTP server 46 and related CGIprograms 48. It may be used to allow Web browsing of information sourcesrelated to the call centre such as the voice mailbox associated with acall centre agent. Overflow calls may be routed to voice mail. The MMM50 allows the agent or supervisor to scan large volumes of voice-mailmessages, E-mail messages, WWW form request etc. and prioritize andschedule call backs from a combined HOTLIST.

The MMM 50 acts as a clearing house point to assist in scheduling callsbetween customers and ACD agents and vice versa. This allows customerswho may not be able or willing to converse with an agent at Time T0 toschedule the call for Time T2 which is the customer's preferred time.The HOTLIST is then updated to include both calls which are to becompleted as soon as possible and calls which are due to be completed inthe very near future. There are many ways in which the HOTLIST may bemaintained. Calls requesting immediate call back can be orderedaccording to the time stamp of when they were received, which willalways be in the immediate past. Calls with future time stamps may beappended to the list prior to the arrival of the time indicated by thefuture time stamp, or alternatively, they can be given priority andplaced at the top of the list when the time arrives. The MMM 50 alsohandles the notification through the E-mail servers 81 of customers ofthe fact that delays are expected, and is able to provide an indicationof when a return call might be expected.

Alternative to connecting a multimedia user to a live agent, with aslight modification of the first embodiment described above theinvention can be used to connect a multimedia user (WWW, voice mail,IVR, E-mail) to an IVR call back system, in which help is available on avariety of topics, and in which the user further has the option of beingconnected to other ADSI enhanced IVR applications such as home shoppingsystems. This is illustrated in FIG. 5. This is particularly useful insituations where a portion of the call centre's business may have selfservice options in different mediums. For example, both IVR self servicechannels and WWW self service channels might be available, and thisaspect of the invention allows a quick change from one medium to theother. By selecting the IVR channel, the customer is connected to theIVR channel in an outbound manner as above.

FIG. 6 illustrates a second embodiment of the invention. While the firstembodiment and its modifications described above are directed towardscall centres equipped with outbound calling capabilities, in this secondembodiment, the call centre is equipped with inbound call processingcapabilities, handling calls as they come in from customers.

This provides a method for integrating or connecting a customer who hasa SAT (screen assisted telephony) capable configuration and wishes to beconnected to a live agent 106. The figure is very similar to FIG. 1, butwith much of the detail of the call centre and WWW server removed. Thereare again four main components illustrated, one of these being thecustomer premises 100 equipped with a telephone (or a screen assistedtelephone set) 110 and line 107, a set-top box (a special purposecomputing device which allow access to network services through thetelevision set with user input being achieved through the televisionremote control) and TV 108 or PC 111, and a CTI/SCAI (switch to computerapplication interface) enabled line 107. The other main componentsinclude the multimedia or WWW server 102, call centre 104 and an agentworkstation 106 equipped with a computer 112 and a telephone 114, or ascreen assisted telephone. Also shown is the PSTN 116, a broad bandmultimedia data network 117 and a SAT server 109.

The interconnections between the customer premises 100, WWW server 102,call centre 104, agent workstation 106 and PSTN 116 are the similar tobefore with the exception that all customer PC connections are via abroadband data network 117, and the customer telephone 110 connection isimplemented with a line 107 to the PSTN 116 and a subsequent connectionto the broadband data network 117.

The process followed in the second embodiment will be described withreference to FIGS. 6 and 7. The box numbers refer to boxes shown in FIG.7. Initially, the customer makes a “multimedia call” in order to beconnected to XYZ's multimedia server 102 and to run a multimediaapplication on the set-top box /TV 108 or PC 111 (box 7-1). The userselects on the set-top box remote or the PC mouse a “MAKE CALL” featurefrom within the multimedia application (box 7-2). This selectioninitiates a series of steps to set up a call to either an ACD group oran individual. The request first signals through the broadbandmultimedia data net 117 to a PSTN telephone switch 116 speciallyequipped with CTI techniques (such as SCAI) to ring the customer's line107 (with a distinctive ring similar to ring-again) prompting thecustomer to pick up the handset (box 7-3). The PSTN based switch 116,having sensed that the customer has indeed picked up the set, then dialsthe destination party automatically, which in this case is the callcentre 104, where an ACD system distributes the call to an ACD agentworkstation 106 (box 7-4).

When an ACD agent answers the call, the customer's URL and/or CLID areforwarded so that a customer relevant screen is appearing on the agent'sPC or terminal 114 at the same time (box 7-5).

The customer relevant screen is set up on the agent's screen via one ofseveral known CTI techniques. These include first party call controltechniques and third party call control techniques. First party callcontrol techniques use various CLID (Calling Line Identification—notshown) boxes and associated screen-pop software. The CLID is transmittedover the telephone line and the CLID box detects this and passes it tothe agent's PC over a serial RS232 communications port. The CLID box maybe integrated as a part of the telephone, or it may be a standalone unitconnected to the telephone line together with the telephone. Screen-popsoftware takes the telephone numbers provided by the CLID box and looksup the corresponding customer records in a database, and displays themon the screen. Alternatively, using third party call control techniques,the digital switch has a shared data circuit to a “Third Party” CTIserver which understands a common protocol such as SCAI. This serverthen associates various calls with various agents and delivers CLIDand/or customer relevant data to the agents workstation as the phone isringing.

Under either of the scenarios described above for transmitting the CLID,the URL information is transmitted in one of two ways. Firstly, uponanswering the call and viewing the customer relevant data simultaneously(obtained by looking up the CLID in a customer database), the agentgreets the caller and the caller verbally mentions the associatedproduct or subject matter area which causes the agent to hot key to therelevant or related HTML page. A more sophisticated alternative to thisis for the WWW server to sense all users querying it in real time (i.e.which URL's are being read and from which IP addresses or E-mailaddresses) and then do a look-up into its database to determinecorresponding CLID's. As calls from CLI D's come in, the database cancorrelate the associated caller and URL.

Should all agents be busy, an IVR system can be used to provideadditional information options to the customer while an agent becomesavailable. This method does not avoid ACD queues, but does make placingthe call easier. In addition, the use of the URL and/or CLID makes theprovision of help by the agent more efficient. As in the firstembodiment, the agent is now in a position to help the customer with theWWW server or other multimedia application with which they requireassistance (box 7-6).

As in the first embodiment, instead attempting to put the call throughto a live agent, the call can be automatically connected to an IVRsystem. Screen-based telephony and associated SAT telephone switches maybe employed in this case, allowing the customer to interact with an ADSIenhanced IVR system.

FIG. 8 illustrates a third embodiment of the invention which is quitesimilar to that shown in FIG. 6, with the exception of the configurationat the customer premises. Again, an inbound call processing capabilityis required at the call centre, as in the second embodiment. Thisembodiment provides a method for integrating or connecting a customer100 who has a telephone 120, a PC 124 with DDE (dynamic data exchange)capabilities and two modems 122,126 and lines 127,128 and wishes to beconnected to a live agent 104. DDE allows data to be passed dynamicallybetween different applications running on the PC. In this embodiment,the PC 124 is equipped with communications software and modems 122, 126able to place the call between the customer's telephone 120 and the ACDagent itself, automatically, instead of requiring the telephone switchto set up the call as in FIG. 6.

FIG. 9 shows a process diagram showing the steps which occur when thismethod is used. Initially, the customer makes a multimedia call toconnect to company XYZ's multimedia server (box 9-1). The customer thenselects the “MAKE CALL” or “HELP” button which may appear on an HTMLpage (box 9-2). The customer request initiates a PC based DDE wherebythe telephone number in the HTML page to be called is passed dynamicallyto another PC based communications software package where an outboundcall is dialed over a regular modem 122 and line 127 (boxes 9-3 and9-4). When an ACD agent answers, a voice connection between thecustomer's telephone 120 and the ACD agent's telephone 112 is completed,and a customer relevant screen is appearing on the agent's PC 114 orterminal at the same time (box 9-5) based on incoming CLID and usingfirst part or third party CTI techniques as described previously.

As before, an IVR connection could be established instead of using liveagents, and screen assisted telephones and associated servers could beemployed to enhance this type of connection.

FIG. 10 illustrates a fourth embodiment of the invention in which amethod and apparatus is provided for integrating WWW information from acaller who is already talking to a live ACD agent. In this embodimenteither an inbound call processing capability or an outbound callprocessing capability is required at the call centre.

The customer site 210 is equipped with a computer 212 and a telephone214 both connected to a SVD (simultaneous voice data) modem 216 withexternal connections 218 to the PSTN 219 which may be analog, or ISDN(integrated services digital network) format. SVD modems allow bothvoice and data to be transmitted over the same standard telephone lineat the same time.

The agent site 220 is similarly equipped with a computer 222, telephone224 and SVD 226 and connections to the PSTN 219. It is also connected toa digital switch 230 with ACD functionality for distributing calls tovarious agents. The agent's computer 222 is also connected to a WWWserver 232 and may be connected to a multimedia message managementsystem 234.

The process flow diagram for this embodiment is shown in FIG. 11. Thecustomer has been previously connected to an ACD agent either accordingto the traditional method wherein the customer physically dials an 800number, or according to one of the methods described above (box 11-1).This includes all of the inbound and outbound call set-up methods andassociated hardware described in the first three embodiment and theirvariants, although it is assumed that a live agent exists, and not anIVR system. Both parties are conversing and desire to be viewingidentical screens of information simultaneously, and so decide to gointo collaborative mode (box 11-2). This may be due to the fact thatsimple verbal explanations are insufficient to solve the caller'sproblems. If the calling party is not yet WWW connected, the two partiesactivate their SVD Modems 216, 226 (or ISDN units) and activate theirremote control software packages (box 11-3). This sets up a dataconnection over the same telephone line as they were previously usingfor voice. Then voice and data can be transmitted over the sametelephone line. The agent who is already connected to the desired WWWserver 132 acts as HOST and the caller acts as a REMOTE allowing thecaller to view the same WWW pages (or other Information Systems) as theagent (box 11-4). The agent can then walk the customer throughinformation and supplement it verbally, thereby sharing a multimediacall with the customer (box 11-5). Screens appearing on the agent'scomputer appear on the customer's computer, as what the customer sees isan exact duplicate of what the agent sees. This may result in immediatesales and service or assist in further sales and service. The next timethe caller, having become more comfortable and familiar with the system,may opt to use the self serve channel with no human assistance forincreased likelihood of repeat business. The above combining of ACD, SVDand WWW building blocks allows collaborative screen sharing betweencustomers and ACD agents. In addition, agent integration via the MMM 234allows increased agent productivity.

If the caller is already logged onto the WWW server, he must disconnectbefore being able to go into collaborative mode, unless he is equippedto handle two connections at once.

In order to implement this embodiment, several configuration (hardwareand software) modifications to existing ACD setups would be required.Most current PC's will not successfully support high speed (14.4 KBPS)communications on their serial ports due to the older UART (UniversalAsynchronous Receiver Transmitter) chips. Communications with theseunits is error prone and unreliable. PC's need a smarter, faster UART tomake this configuration reliable. These are supplied by installing highspeed serial input/output boards in the ISA (Industry StandardArchitecture) slots on the motherboard of the PC. Softwarereconfiguration is required to disable the lower speed communicationsports. An alternative here it to use new simultaneous voice and datamodem technology which utilizes the parallel port of the PC which (formost PC's) currently supports speeds equal to or greater than 28.8 KBPS.

At the agent end, the type of line choice (2500-type analog ACD line ordigital ACD line) must be made and depending on this additional hardwareand software is required. If a digital ACD line is used, a hardwareadaptor is required to convert the digital signaling which may beproprietary in nature into signals recognized by analog based SVDmodems. Also, these adaptor units must be modified to handle high speed(14.4 KBPS) data transmission. If 2500-type analog lines are used,software is required on the PC to allow easy access and use ofsophisticated feature activation codes. The line choice here dependslargely on which features the call centre agent would be using. What isclaimed is:

1. A call center comprising: an interface configured to receive, from acustomer computing device, information provided in a help request formand an originating Internet Protocol (IP) address assigned to thecustomer computing device, and to receive a terminating IP addressassigned to an agent computing device; and a call center server coupledto the interface and configured to establish a IP based voicecommunication between the customer computing device and the agentcomputing device, wherein the IP based voice communication isestablished subsequent to the interface receiving the informationprovided in the help request form and the originating and terminating IPaddresses.
 2. The call center according to claim 1 wherein the helprequest form further comprises a field for a customer preferred time forcall-back, wherein the call center further comprises a message managerconfigured to record help request form information and associatedpreferred call-back times, and wherein the call center server is furtherconfigured to establish voice over IP connections at specified timesaccording to the preferred call-back times in the help request forms. 3.The call center according to claim 1 further comprising a managementinformation system configured to determine an anticipated wait time whenno live agent is available for immediate help.
 4. The call centeraccording to claim 3 wherein the interface is further configured to senda message back to the customer with the anticipated wait time.
 5. Thecall center according to claim 2 further comprising a managementinformation system configured to determine an anticipated wait time whenno live agent is available for immediate help, and wherein the messagemanager is further configured to send a message back to the customerwith the anticipated wait time.
 6. The call center according to claim 1further comprising an agent interface for providing a call center agentwith customer relevant information.
 7. The call center according toclaim 1 in which the request form further comprises a URL indicatingfrom which page the customer has requested help and with which the agentcan set up an agent computer at the same page.
 8. The call centeraccording to claim 1 further comprising an HTTP form exchange mechanismthrough which to provide help to the customer.
 9. An automated calldistribution system comprising a server and a call center, the serverproviding network service to a customer terminal, with the servercomprising one or more pages downloadable to the customer terminal andbeing operable to provide a remote help option selectable by a user ofthe customer terminal, and upon selection of the remote help option, tosend a help request to the call center identifying a contact channelthrough which the user of the customer terminal can be reached; the callcenter being operable to receive the help request and to contact theuser of the customer terminal using the contact channel identified inthe help request; wherein the remote help option provides for theselection of either a IP based voice communication connection or aPublic Switched Telephone Network (PSTN) connection as the contactchannel.